FAQ

Guidance from Ofcom

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Ofcom's Advice for Consumers

Ofcom publishes Advice for Consumers to help you get the most from your phones and broadband. From this page, you’ll be able to find all of Ofcom’s consumer advice, and in particular, can get help with your mobile phone contracts.

Visit Ofcom’s Advice for Consumers page for more information.

How do I find out about a provider's level of customer service and related information?

Ofcom regularly tracks customer service satisfaction levels as well as complaints levels regarding the major mobile providers. Ofcom’s latest figures on customer service satisfaction levels can be seen here and their latest figures on mobile, telecoms and pay-TV complaints are available here. 

If you need advice or would like to tell Ofcom about your experience with your telecoms provider, this section of Ofcom’s website will help.

How am I protected against mid-contract price rises?

Ofcom’s ‘General Conditions’ for providers require that if changes are to be made to your existing contract that are of ‘material detriment’ to you, your provider must give you at least 30 days’ notice of this and allow you to exit your contract without penalty.

Ofcom’s Guidance sets out that Ofcom is likely to regard any increase to the recurring monthly subscription charge in a fixed-term contract as ‘materially detrimental’ to consumers. However, you would need to also check your contract terms and conditions to assess whether a price increase or similar change falls under Ofcom’s Guidance.

Ofcom’s Guidance also states that any changes to contract terms, pricing or otherwise, must be communicated clearly and transparently to consumers.

How to switch networks

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How do I check the network coverage of a network within my area?

Each network has its own network coverage checker and they give a good indication of the actual coverage you can expect. Ofcom has recently checked these online tools and finds them broadly accurate. However, do bear in mind that local geographic features, your handset, the number of network subscribers in your area, the distance from your local mobile mast, time of day and, if you’re inside, the building materials of your office or home will all have an impact on your reception – so these maps can only ever be indicative, rather than 100% accurate.

The maps for each network are below:

How do I keep my number when I switch?

The text-to-switch initiative (launched by Ofcom in July 2019) enables users to request their Porting Authorisation Code (PAC) or Service Termination Authorisation Code (STAC) with one simple text message. This means that switching should now be comparatively quicker and easier than before.

Following is a general overview on how and when to switch using the text-to-switch scheme. For some networks, you will need to include additional info such as your date of birth. See our ‘switching from’ and ‘switching to’ post for individual network info (the links are at the end of this post).

Text-to-switch: How does it work?

Simply text “PAC” to 65075 if you would like to keep your existing number or text “STAC” to 75075 if you want to terminate the contract and the number. If you want to find out whether you are still “in-contract”, just text ‘INFO’ to 85075. The PAC, STAC and INFO numbers are the same across ALL networks.

Your current provider is required to send you a response with the requested info and/or codes via text within one minute. The reply from the provider must contain any relevant information about early contract cancellation charges, as well as any remaining balance on the account for Pay-As-You-Go customers. You will still need to call your provider if you have more than one connection on the same contract.

This PAC code is valid for 30 calendar days once issued, so you must find a new contract to switch to, purchase the contract and activate your account with the new vendor. If you exceed this timeframe, you’ll need to ask for a new PAC code. You can request your PAC / STAC / INFO reference as many times as you like and, if you choose not to switch, you won’t be penalised in any way.

When you’ve chosen your new network, forward them your PAC reference. They are then required to ensure that the switch is completed within one working day. Once the mobile number has been ported, you’ll know as your old SIM will stop working and your new one will work using the same number you used to have.

Important – don’t forget that the PAC only switches your phone number from one SIM card to another, it DOES NOT transfer anything you’ve saved to your old SIM card (e.g. friends’ contact details, text messages, pictures etc.). To keep this saved data, you’ll need to do a separate transfer of your SIM data from your handset to your computer, and onto the new phone. For help with this, you can walk into any independent high street retail store (e.g. Phones 4U, Carphone Warehouse, The Fonehouse etc.).

When to switch?

Our advice is to only switch networks if you’re in the final month of your contract, or if your contract term has expired. This will safeguard against any early termination charges as you will still be required to honour payments to your old provider for the duration of the agreed contract.

Ofcom has banned mobile providers from charging for notice periods that run after the switch date – to ensure there is no double payment, you will need to give your new provider the PAC or STAC number timeously. If you are intent on moving mid-contract, you can expect to pay extra to be released from your current contract. You can view our guide on when to switch here.

 

Switching FROM each network:

When can I switch networks?

Although your network will often allow you to upgrade with them well in advance of your contract end date, you can only switch to a new network freely once your current contract ends. You can look to switch with a free Porting Authorisation Code (PAC) any time in your final month but your new contract will begin as soon as you buy it, so be careful not to pay twice in your final few weeks.

To find out when your current contract ends, Simply text ‘INFO’ to 85075. Your current provider is required to send you a response with the requested info within one minute. The reply from the provider must contain any relevant information about early contract cancellation charges, as well as any remaining balance on the account for Pay-As-You-Go customers. You will still need to call your provider if you have more than one connection on the same contract.

If you want to switch sooner or you believe you can save more by switching than you’ll pay to leave your current contract, see our guide on leaving before your contracf expires.

If you want precise details on how to switch and keep your current mobile number, see our guide on switching.

How do I leave my current contract right now, before it expires?

It’s often prohibitively expensive to terminate your current contract before the minimum contract term. However, if you are determined to leave and pay the fee anyway (perhaps your anticipated savings are higher than what you’ll pay to exit), it’s now relatively easy to find out what those costs will be. Simply text ‘INFO’ to 85075.

Your current provider is required to send you a response with the requested info within one minute. The reply from the provider must contain any relevant information about early contract cancellation charges, as well as any remaining balance on the account for Pay-As-You-Go customers. You will still need to call your provider if you have more than one connection on the same contract.

For a step by step on how to leave a network, you can view our knowledge base here.

I'm concerned about buying a handset online. What if I don't like it when it arrives?

As with all online purchases, it’s within your consumer rights to cancel your order (both the contract and the handset) for ANY reason within 7 days, as part of your “cooling-off period”. For details on how to do this and how to do it, please refer to the gov page.

How do I keep my number when leaving O2?

The text-to-switch initiative (launched by Ofcom in July 2019) enables users to request their Porting Authorisation Code (PAC) or Service Termination Authorisation Code (STAC) with one simple text message. This means that switching should now be comparatively quicker and easier than before.

If you are unable to use text-to-switch because you have more than one number on your account or an extra piece of kit (eg. a tablet or Apple watch) on a pay-as-you-go, you may need to log onto your online account or call your provider. Wherever possible, we advise using text-to-switch, or requesting your code online, to help safeguard against robust retention techniques.

O2

  • Text: text PAC* to 65075
  • Website: Log onto the My O2 website and navigate to My details > Thinking of switching from O2?.
  • Phone: Call 202 from your O2 phone (or 0344 8090202 from any other phone) and request your PAC*.

*If you don’t want to keep your number, you can follow the above steps replacing PAC with STAC and texting 75075.

How do I keep my number when leaving EE?

The text-to-switch initiative (launched by Ofcom in July 2019) enables users to request their Porting Authorisation Code (PAC) or Service Termination Authorisation Code (STAC) with one simple text message. This means that switching should now be comparatively quicker and easier than before.

If you are unable to use text-to-switch because you have more than one number on your account or an extra piece of kit (eg. a tablet or Apple watch) on a pay-as-you-go, you may need to log onto your online account or call your provider. Wherever possible, we advise using text-to-switch, or requesting your code online, to help safeguard against robust retention techniques.

EE

  • Text: text PAC to 65075
  • Website: Login to your MY EE account and navigate to Menu > Account settings > Leave EE
  • Phone: Call 150 from your EE phone (or 07953 966 250 from any other phone) and request your PAC code. 

How do I keep my number when leaving Three?

The text-to-switch initiative (launched by Ofcom in July 2019) enables users to request their Porting Authorisation Code (PAC) or Service Termination Authorisation Code (STAC) with one simple text message. This means that switching should now be comparatively quicker and easier than before.

If you are unable to use text-to-switch because you have more than one number on your account or an extra piece of kit (eg. a tablet or Apple watch) on a pay-as-you-go, you may need to log onto your online account or call your provider. Wherever possible, we advise using text-to-switch, or requesting your code online, to help safeguard against robust retention techniques. 

Three
 

  • Text: You will need to include your date of birth when requesting your PAC reference. Text PAC and your date of birth (DDMMYY) to 65075. E.g: PAC 010190.
  • Website: If you’ve got a My3 account, use the take my number with me form. Register for an account if you don’t already have one here.
  • Phone: Call 333 from your Three phone and request your PAC code, or call 0333 338 1001 From another phone. Call +44 7782 333 333 if you’re abroad.

*If you don’t want to keep your number, you can follow the above steps replacing PAC with STAC and texting 75075.

How do I keep my number when switching from Virgin Mobile?

The text-to-switch initiative (launched by Ofcom in July 2019) enables users to request their Porting Authorisation Code (PAC) or Service Termination Authorisation Code (STAC) with one simple text message. This means that switching should now be comparatively quicker and easier than before.

If you are unable to use text-to-switch because you have more than one number on your account or an extra piece of kit (eg. a tablet or Apple watch) on a pay-as-you-go, you may need to log onto your online account or call your provider. Wherever possible, we advise using text-to-switch, or requesting your code online, to help safeguard against robust retention techniques.

Virgin Mobile

  • Text: You will need to include your date of birth when requesting your PAC* reference. Text PAC and your date of birth (DD/MM/YYYY) to 65075. E.g: PAC 01/01/1990.
  • Website: Access your online account here and navigate to Switching to request your PAC.
  • Phone: Call 789 from your Virgin Mobile phone (or 0345 6000 789 from any other phone) and request your PAC* code.

*If you don’t want to keep your number, you can follow the above steps replacing PAC with STAC and texting 75075.

How do I keep my number when switching from Vodafone?

The text-to-switch initiative (launched by Ofcom in July 2019) enables users to request their Porting Authorisation Code (PAC) or Service Termination Authorisation Code (STAC) with one simple text message. This means that switching should now be comparatively quicker and easier than before.

If you are unable to use text-to-switch because you have more than one number on your account or an extra piece of kit (eg. a tablet or Apple watch) on a pay-as-you-go, you may need to log onto your online account or call your provider. Wherever possible, we advise using text-to-switch, or requesting your code online, to help safeguard against robust retention techniques.

Vodafone

  • Text: text PAC to 65075*
  • Website: Access your online account here or on the My Vodafone app and navigate to Account settings > Mobile switching to request your PAC.
  • Webchat: Speak to an adviser via the web chat function on the Vodafone website.
  • Phone: Call 191 from your Vodafone mobile (or 03333 040 191 from other UK landlines or mobiles) and request your PAC code.

* If you don’t want to keep your number, you can follow the above steps replacing PAC with STAC and texting 75075.

How do I keep my number when switching to O2/EE/Three/Virgin/Vodafone?

The text-to-switch initiative (launched by Ofcom in July 2019) enables users to request their Porting Authorisation Code (PAC) or Service Termination Authorisation Code (STAC) with one simple text message. This means that switching should now be comparatively quicker and easier than before.

If you’ve decided to move to a new network, we advise using text-to-switch, or requesting your code online wherever possible. This will help safeguard against robust retention techniques.

O2

  • Select your tariff in the online shop, at an O2 store or call 0344 809 0202.
  • Request your PAC or STAC code if you are switching from another network. You can view all the individual network’s PAC switching requirements here.
  • Once you have supplied O2 with your code, you will be switched to the O2 network within one working day (Monday-Friday, 9am-5pm, excluding bank holidays). If the code is received after 5pm, you’ll be switched within two working days.
  • When your old SIM card stops working, swap it for your new O2 SIM card.

EE

  • Select your new contract and, once your new phone and/or sim card has been delivered, you will need to request your PAC or STAC code if you are switching from another network. You can view all the individual network’s PAC request requirements here.
  • Share your PAC code with EE.
  • You will then need to activate your sim. Most SIM cards are pre-activated but if not, there will be instructions on the sim card packaging.
  • Keep your temporary number handy to use until your old number is switched over.
  • Once you are ready to begin the process, you will need to fill out this form.

Three

  • To switch to Three, you will need your old number, your new Three number and your PAC or STAC code from your old provider. You can view all the individual network’s PAC request requirements here.
  • You can switch online using their simple form here.

Virgin Mobile

  • Request your PAC or STAC code if you are switching from another network. You can view all the individual network’s PAC switching requirements here.
  • You’ll be asked if you want to switch when you sign up/at point of sale. If you say yes and provide your PAC code, the switching process will begin as soon as you put your new SIM into your phone. If you would prefer to wait, you can provide your PAC code and select a switching date at a time of your choosing.
  • If you provide a code at point of sale, the switch process starts as soon as you put your new SIM in your mobile and Your old phone number will continue to work until the switch goes through, which means you can still be charged by your old network.
  • Virgin has a helpful list of switching FAQs here.

Vodafone

  • Request your PAC or STAC code if you are switching from another network. You can view all the individual network’s PAC switching requirements here.
  • If you are purchasing a new device or SIM only contract online, you can supply your PAC code and switch at the same time. Alternatively you can use this online form here.
  • Vodafine will let you know the day your number is due for switching. On that day, you will need to put your new Vodafone SIM into your phone. The transfer should happen between 11am and 5pm, but can occasionally take longer.
  • Your old number will still be active until your move is complete. 

How do I keep my number when switching to the same provider (Three to Three)

If you’re switching supplier, keeping your phone number is now very easy. You can now text for your Porting Authorisation Code (PAC) and give this to your new supplier. If you’re staying on the same network, the PAC process doesn’t work, and it’s essentially down to your supplier.

As far as we’re aware you essentially have two options. Your options are as follows:

  1. If you want to buy a new contract, e.g. 1GB of data for £5/month through Billmonitor, Three will not allow you to simply transfer your number over. Instead, they will ask you to make your old number a Pay As You Go (PAYG) number first. When you ask them to do this, they will tell you that this process takes 1 month. You could then wait for (just under) a month, and purchase the new contract just before this happens. They can then transfer your (now PAYG) number to your new contract. Obviously this delays things by a month, and is a fair amount of hassle.
  2. If you call up Three and tell them you’ve found this deal online with Billmonitor and you’d like to switch your current contract to it, they’ll tell you they are unable to match third party deals. However, they are likely to offer it to you for a little bit more each month. Be careful about them offering more data than you need (e.g. we can give you 12GB for £10/month), and get them to give you a good offer for the amount of data you actually want. We would hope you could get e.g. 1GB of data for £6/month, for example.

 

Option 1 is more hassle, takes a month, but will put you on a slightly cheaper contract in the long run. Option 2 is obviously much easier, and can still be a good option depending on what they offer you.

We know that some users have managed to get option 1 by complaining a lot, but they are always told that it is a “one-off”, so we expect it will be quite hard to get Three to do this. Unfortunately, we do believe they make it difficult purely because they know you’d rather pay an extra couple of pounds a month than go through the hassle.

We’re always campaigning to make switching easier, and if you’re changing provider the new “text-to-switch” has really improved things. Unfortunately, we do strongly feel that there is much further to go when sticking with your current provider.

We hope that helps. Please do not hesitate to contact us if anything is unclear, or if you have further questions.